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Using Performance Dashboards in Call Centers


Call centers are ideal candidates for performance dashboards. The high number of transactions per day plus the direct link between call performance and customer satisaction provides intra day performance management.

Call center management is complicated. However, it can be simplified with the proper tools, such as Inova Solutions' Performance Tracker 2.0. This is a web-based dashboard that gives managers real time facts and data to work with, allowing them to make more effective decisions and adjust their plans quickly as different situations arise. Potential problems can be nipped in the bud with this call center management tool.

The Performance Tracker works by consolidating metrics and data from multiple sources and displaying it all on one cohesive dashboard that can be customized according to your needs.

Managers first see a high level overview of their business and operational metrics, but they can easily drill down into various sections to learn more details. Moreover, the system allows management teams to instantly compare actual performance versus goals, and this knowledge allows them to take immediate and effective action. All the essential information can be displayed at a glance with Performance Tracker - key performance indicators are displayed graphically in the form of charts, gauges, and grids.

Another positive aspect of the Inova Solutions call center management tool is the way that it integrates with nearly any data source, including ACDs, workforce management systems, and even internal databases. Furthermore, since the dashboards are built on Microsoft Sharepoint, customized viewing options are easy to create and edit.

Of course, the main positive of Performance Tracker is the fact that it helps businesses become more efficient and therefore more effective- managers spend less time running reports and more time on coaching their agents and managing their call centers.

Inova Solutions is a call center management and call center reporting tool supplier.

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